Ten Years On: Lessons from the Paris Attacks and Why Crisis Communication Matters

Ten years ago, the world watched in shock as Paris faced one of its darkest nights. The coordinated terrorist attacks on November 13, 2015, claimed 130 lives and injured hundreds. For many, it was a distant tragedy. For others, including those of us working for a major broadcaster with a significant presence in Paris, it was deeply personal. Some of our colleagues were in the impacted venues. 

My Experience at the Time 

I was part of the communications team, and while we were seasoned in managing reputational issues and breaking news, nothing could have prepared us for this. We had very few contingency plans for an event of this magnitude. Yet, in the hours and days that followed, the comms team - working hand-in-hand with People teams, leadership, and facilities - mobilized quickly. 

Our immediate priorities were: 

Accountability: Checking in on every employee in Paris. 

Support: Providing emotional and logistical assistance to those affected. 

Information Flow: Keeping leadership informed and ensuring consistent messaging internally and externally. 

It was a testament to human resilience and collaboration, but it also highlighted a stark reality: reactive measures are never enough. 

Why Contingency Planning Matters 

Events like this are almost impossible to predict, but organisations can - and must - prepare for the unexpected. A robust crisis plan isn’t just about protecting reputation; it’s about safeguarding people and ensuring continuity. 

Without clear protocols, organisations risk: 

• Delayed response times 

• Confusion and misinformation 

• Increased stress for employees and leadership 

Key Elements of an Effective Crisis Communication Plan 

Crisis Response Framework 

• Define roles and responsibilities (Comms, HR, Facilities, Leadership). 

• Establish a crisis leadership team with decision-making authority. 

Employee Safety Protocols 

• Emergency contact systems (SMS alerts, apps). 

• Location tracking or check-in tools during incidents. 

Communication Channels 

• Pre-approved templates for internal and external messaging. 

• Dedicated crisis hotline or email for employees. 

Scenario Planning & Drills 

• Simulate events (terror attacks, natural disasters, cyber breaches). 

• Train teams on escalation procedures. 

Mental Health & Support Services 

• Access to counseling and wellbeing resources post-crisis. 

Post-Incident Review 

• Document lessons learned. 

• Update protocols regularly. 

The Paris attacks taught us that speed, clarity, and empathy are the cornerstones of crisis communication. Ten years on, organisations must ask themselves: Are we ready for the unthinkable? 

Today, my thoughts will be with the friends and colleagues whose lives were impacted by that night in Paris. Their strength and resilience remain a powerful reminder of why we must always put people first.